Traumatic Brain Injury Program Complaint Process

Do you have a complaint regarding the Traumatic Brain Injury (TBI) Waiver Program?

Each Regional Resource Development Center (RRDC) maintains a designated phone line to accept complaints on behalf of TBI Medicaid waiver participants about the services they receive. To file a complaint, call the specific RRDC complaint number for your region listed below.

If the subject of the complaint is the RRDC or another service within the New York State Department of Health (NYSDOH), TBI waiver management staff will address the complaint or initiate review of the matter. For such complaints, please call the NYSDOH TBI Program at 518-474-5271. If you cannot make this call because it is a long-distance toll call for you, call your RRDC and ask them to request that the NYSDOH TBI Program call you back.

RRDC or NYSDOH TBI staff responsible for follow-up will contact the complainant to acknowledge receipt of the complaint and to advise that review of the matter is in process. The final determination will be communicated in writing to the person initiating the complaint, as appropriate and allowed by HIPAA confidentiality regulations.

If the matter is determined to be a Serious Reportable Incident (SRI) by the RRDC, the complaint will be reclassified as an SRI and an investigation will be initiated by the responsible entity, e.g. Service Coordination agency, Service Provider (ILST, CIC). The RRDC will send a letter to the complainant advising them of the reclassification of the complaint to an SRI. Once resolved, the RRDC will inform the complainant of investigation findings as "Substantiated", "Disconfirmed" or "Inconclusive", and of any implemented necessary corrective and/or preventive action.

In addition, NYSDOH also operates a Home Health Care Hotline that affords individuals an opportunity to register grievances or complaints about home care services. To file a complaint, call the toll free hotline at 1-800-628-5972.